Configuration item (CI) that the problem applies to.
The CI class of the selected configuration item
identifies the type of problem, for example, hardware,
network, or database.

Change request

Change request associated with the problem.

Major problem

Check box to prioritize a problem and highlight that
it needs a review.

Knowledge

Check box to automatically submit a knowledge article
when a problem is closed.

State

State of the problem:

Open: Open and
unassigned.

Pending Change: Waiting
for the corresponding change request to be
closed.

Known Error: This problem
is not going to be fixed and there is a
workaround. Users with the itil role have access
to the Known Errors
module.

Closed/Resolved: The
problem is fixed and closed.

Impact

Effect that the problem has on business. Select the
appropriate impact level (High,
Medium, or
Low).

Urgency

Extent to which the problem resolution can bear
delay. Select the appropriate urgency level
(High,
Medium, or
Low).

Priority

How quickly the service desk should address the
problem (Critical,
High,
Moderate,
Low, or
Planning). The
Priority field is read-only
and is set according to the
Impact and
Urgency values
entered.

Assignment group

Group that the problem is assigned to.

Assigned to

Specific user that the problem is assigned to. If an
assignment rule applies, the problem is automatically
assigned to the appropriate user or group.

Parent

The parent task for this problem.

Short description

Summary of the problem.

Description

Detailed description of the problem.

Work notes list

Users who receive notification when work notes are
added to the problem. Click the Add
me icon to add yourself to the work
notes list for problems you are interested in
monitoring.

To enter work notes for the problem, click the Notes
tab.

When you initially create and save a problem, entering notes in the
Work notes field is not mandatory. If you change the
priority of the problem by selecting different Impact or
Urgency values on an existing problem, the
Work notes field becomes mandatory.

Note:This feature is available only for
new instances, starting with the Jakarta release.

To enter notes on why the problem is closed, click the Closure
Information tab and enter the information.

The date on which the problem was closed and the user who closed it populate
automatically.